The Secret Ingredients of Great Hospitality | Will Guidara | TED

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[@chipbrandstetter]

I'd be curious to hear from anyone who's implemented these principles in a health care environment.

[@dolfan19]

So THIS is where that pizza scene from The Bear came from! Great story. Just started his book Unreasonable Hospitality, and it's really, really good. Wish more people felt this way about making people feel great!

[@metaforically]

That show is gonna make him richer! 😂

[@mkochczynski]

​@@metaforicallythe show made me buy his book and it's a fantastic book so far

[@TheAseabra83]

i came to the comments section looking for this specific comment. well done dolfan

[@themoostu]

My first thought!! ❤

[@jennave82]

Literally! I was trying to figure out how I had already heard this story lol. This is awesome.

[@victor.in.command8806]

Why am I crying after watching this? Such as an incredible speech.

[@leighlimVT]

So glad you found it incredible and valuable, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@KM-ds6we]

Me too!

[@patrickboudreault608]

Wait til you read the entire book (or listen to the audiobook), it is a life changer!

[@leschroniquesduwarp]

I am too, I've always been so proud of being part of hospitality, and this speech was amazing

[@localgoodscompany]

@@patrickboudreault608 Listening is the way to experience his story :)

[@briangreen1054]

Incredible. The influence of the Hot Dog story in the TV series The Bear S2 E7 'Forks' is by far what makes this episode one of my favourites of all time.

[@jeremyjewitt4446]

just had the same thought ..

[@philipmemm]

I work front desk in a hotel, and I never used to be hospitable until I started working with my current co workers. They are like this guy, very hospitable and good energy. It has rubbed off on me, and when I upgrade someone’s room, and send them some chocolate covered strawberries, and a note to their room for what ever occasion they might be celebrating, it really does make you feel good.. there are nasty people in the world too, but you really have to just ignore them and focus on the people you can make happy! Because there are more good people than bad, and making people feel good, feels good..🤗

[@MSharifTrading]

That’s what she said

[@ReneeChristie]

After waiting for an unusual amount of time to check in at a hotel when the line wasn’t even long, we were upgraded to an oceanfront penthouse suite just for being nice. It was a wonderful surprise and we never forgot it. 😊

[@timherron6922]

The lessons you learn in customer service roles last forever. Even 40 years later, I recognize service and care when I see it. Not just in food or drink, you can make people feel special in business or life. ❤

[@juuustpeachy]

As somebody working in hospitality, this was inspiring. I never thought that I could transform a business and sell it…. Based on that skill alone.

[@leighlimVT]

Will Guidara was one of our keynote speakers at our event called The Vault! He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@mosachobokoane1731]

This just made me cry. I'm a suckered for excellence and excellent service and I live in a country where mediocrity is king. I honestly am working towards starting my own cafe and pray to God I can make people feel warm ,comfortable and welcome.

[@2g4u7y]

You will achieve your goal. Take this as a sign to keep moving towards it. ❤️

[@coppyzzk]

almost everyone is ordinary,just be yourself and do what you insist on

[@potapotapotapotapotapota]

your restaurant will never be good enough

[@yesreally7438]

I like your comment 🙂 Love that you want to excel beyond your environment. God bless you in your endeavors! Seek Him for guidance & He'll lead you in the way of success! Isaiah 48:17, 3 John 2

[@gursewaksinghrandhawa4011]

How your restaurant is doing now?

[@mihaelazisu590]

I am extremely impressed that at least one other person than me, think and act in a mater that many people doesn't. As a female limo driver for 20 years, in NY, I can write a book on how many occasions I went above and beyond creating unique memorable moments for my wonderful clients. Including this: One night, in October, I drove Patti Labelle. Two monts later, on the first day of the new year, I went to leave a dozen bottles of Romanian wine with her Dorman. He informed me that Miss Patti is behind me. I turned around. We both run and huged each other lime we were long time friends. I can never forget how I felt, and I hope she felt the same.

[@DavidPhillipsAustin]

This was a wonderfully warm, fourteen-minute experience. I have an embracing sense of what those hotdog recipients must have felt. Thank you!

[@michelledabraio1882]

A dear friend and I had the pleasure of dining at Eleven Madison when they were no.1 in the world. It was a personalised and warm, once in a lifetime experience. You could tell the staff loved their jobs. It was def one size fits one service, we loved it! Praise to the dream weavers!

[@christopherarmstrong2710]

4:05 In restaurants, the reason for being is to make people feel seen, feel welcome, and to give them a sense of belonging. The food, service and design are simply _ingredients in the recipe of human connection._ That’s hospitality. Not in the business of serving people dinner-in the business of serving people memories. 6:12 Hospitality is about making people feel seen 10:20 It’s not the cost of the gesture that matters; it’s how it makes people feel. 10:34 America has transformed form a manufacturing to a service economy. Service industry is now 75% of the US economy. 12:10 Be present, don’t take yourself too seriously, and remember one size fits one.

[@christopherarmstrong2710]

@@adrianmateo6421 No sé, amigo.

[@Lily-tj1zo]

Totally. It's about connection- not showing off.

[@supadopemex9245]

This s*** makes me cry bruh. I understand so well. The other day a guest in my restaurant was really saddened to receive his mule in a Collins glass. We haven’t served mules in mule cups in years, we stopped buying them a while ago. The cocktail club that we operate on the other side of the roof had them. I went across the roof and up two floors to borrow a cup. Brought it back to the restaurant and made a special mule and dropped it off to him saying, “I heard you a needed a proper mule in a proper mule cup, so here it is.” I brought it from behind my back and he was so excited. He had two more. Reactions like this are some of the only reasons why I continue in this line of work.

[@shashikanthnarasimhiah7374]

One of the most inspirational presentations I have heard/seen. Great topic, great oratory. We are not serving a meal, we are serving an experience - something to that effect - brilliant, just brilliant. Well done Will. Hope your horizon becomes unlimited for you to master. All the very best.

[@leighlimVT]

So glad you found it brilliant and inspiring, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@l.w.i7478]

Used to do this when I was a bookseller: Before computers (and later with them), I went the extra mile to find out which kind of book they were looking for exactly, or finding them the rare edition they’d been searching for ages. It was easy and gratifying for me to do, because I shared their passion: If you can make your job one of your passions, and if you can truly listen to people, you will be much happier at (almost) any work you do.

[@maddogshotdogsandcatering3250]

"You aren't selling hot dogs, you are selling an experience." -Ben Wilson. Words we live by as hot dog vendors.

[@harley3514]

I recently started studying IT Service Management, and there is a huge focus on value and *outcomes* (not outputs) of processes for customers and users. Co-creating value is another huge focus, as well as user and customer experience. Everything you said sounds just like that, but repeated in a culinary sense. It's kind of incredible to see the same things, but in a completely different field, applied in a much different way!

[@curtbohling]

So good! As a chef for thirty five years. Beginning my journey at the Ritz Carlton and learning to listening to my guests and serving them what they like👍 Thanks for the reminder of what hospitality is!

[@sairanikhatimam]

What is service in customer service for you like at Ritz Carlton ?

[@leighlimVT]

So glad you found it valuable, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@lorrax]

Worked as a night shift barista at a chain coffee shop My favorite customers had very specific requests and I enjoyed fulfilling them simply for the joy on their faces when I served them exactly what they asked for I miss that the most...

[@CompassTrainingOfficial]

Such an inspirational video, I always say, it doesn't matter how fancy the surroundings are, it's always great and welcoming staff that truly make a place special and somewhere you want to return to.

[@leighlimVT]

So glad you found it brilliant and inspiring, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@MrChriscable]

The food the service the design are simply ingredients in the recipe of human connection. That is hospitality

[@veraigwe7276]

Thank you so much for sharing these lessons .. The chord that resonates more is being present and also ...making an individual fit( knowing how to create timeless memories for each person I serve with the little things they care about).

[@leighlimVT]

So glad you found it valuable, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@randymilmeister-realtorprobate]

great message. so rare to find someone with this terrific attitude

[@leighlimVT]

I agree, his energy is amazing and he just joined our team to teach owners how to do the same

[@FactsLogicExperience]

Crazy this video does not have 5M+ views. Fantastic speech and very convicting.

[@herlinidris3704]

Dude, I just found out every part in our life is about hospitality, and watching this absolutely enlightened me! Thank you!

[@allencrowe]

Will Guidara laying down some beautiful, inspiring words! Thank you!

[@leighlimVT]

So glad you found it brilliant and inspiring, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@pdwilliamson5]

I have been in the hospitality business for 25 years. After work and you're having drinks with all the other restaurant folks and someone brings up this video, you know you're sitting with one of the real ones.

[@JD-vt7vy]

This was how it was pre-covid, pre-social media days. We cannot rely TOO much social media or technology platforms to reinvent the experience. It comes down to giving the genuine experience using personal touch, making the clientele feel special. We can learn a lot from the boomer days of doing business.

[@wenyanshao4222]

The hospitality makes people happy and I love it.

[@soksreymom3353]

Found it really encouraging people to go the extra mile.

[@troublmaka35]

Incredibly inspiring! I literally teared up in excitement and felt a flood of creative energy bubbling up after watching.

[@qurbondavlatmirov5278]

Yes serving people with hospitality is very important

[@DanDeBord]

Absolutely wonderful! I have been in hotels since 1992 a d without a doubt, we are creating memories. You can have the best brick amd mortar, finest finishings, but with out being present, ears open, you can't hear the hidden gem that can make their day.

[@vanessatransformssedlock9811]

I just discovered you Mr. Will! You are my new HERO! 👏🏻I JUST purchased your book both in audio and written format~ I didn’t want to miss an experience with having just one and not the other. Great work brother!

[@akiraperu1]

You should read the news, they sold the restaurant

[@vanessatransformssedlock9811]

@@akiraperu1 that is correct. I didn’t get the info. from reading the news though, heard it straight from the horse’s mouth in an interview. 👍🏻

[@just_lusungu75]

Thank you. This is so intriguing. From now on I will be a person of service in a way that is just way extra. A great feeling is a crazy high no drug can buy. Let us all work towards offering great hospitiality. Thank you once more

[@leighlimVT]

So glad you found it intriguing, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@MrDestroys]

Idk why but this guy has that "not to brag, but I am great" energy

[@mosachobokoane1731]

I think its his tenderness. He is overly sensitive and self aware and it comes out as a smooth soothing confidence.

[@cryptotonic567]

Everyone in this channel Is special! I love watching their videos and understand their point of view on such simple but important thing in life!

[@edisonyang-wb3iy]

@@mosachobokoane1731 ⁶⁶

[@etiennepadin]

I didn’t think so.

[@Usert52861]

You would say that coz you dont know what 11 madison square is... he is way to humble being owner of that place. He is Great even if he does or doesnt Brag abt it.

[@vkuse0]

I just love how he speaks. 😍 Not a boring moment through out the speech. Totally believe in whatever he has to sayyy

[@vkuse0]

Love this guyyy

[@jah2827]

"But by the time I sold it, in the beginning of 2020" wowzers lmao

[@Hypnotic.DayDream]

Wonderful video, thank you so much💜

[@DrinksWithMoo]

By far the best talk I've ever seen.

[@FederalHouseInn-nw9xb]

Illuminating and informative 🙏 Thank-you.

[@leighlimVT]

So glad you found it valuable, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@canadude6401]

I nearly teared up when he told the stories of going way above the guests expectations. Going to take these tips to my business! Thank you Will!

[@Sweinhardt0]

I absolutely choked up!

[@me3moo2]

Crying over corporate speak is definitely... a choice

[@marksanders8095]

This presentation simply changed my life

[@mahimasharda]

This is the amazing thing today I saw on KZbin.

[@JimmyHattyFC]

Great Great Ted talk...absolutely inspiring

[@PasiRahikka]

Thank you TED, and Will Guidara. This video is very inspiring. Even though I thought to be thinking this makes me want to try new things. Thank you for the inspiration!

[@LegendFromWoW]

This guy has a great attitude, take note folks!

[@ChanelStyle101]

🤗Will Guidara: So Well Said/Perfectly Done💛: ''Your Hospitality Principles' being applied every time (humanly possible) = A Truly Wonderful Society/World For EveryOne❣

[@maryfoltz397]

Reading his book, Unreasonable Hospitality, right now. It is REALLY, REALLY, REALLY good!!!

[@oleaustin]

Love the story! These stories happened in restaurants in Mexico City, they accommodate to any needs and great service.

[@ariesgates6167]

This was so inspirational! I'm currently reading the book and I'm so motivated... Thank you Will Guidara! 🙂

[@KenAnderson-i5b]

This is what i've been searching for, thank you very much.

[@LordJamesHanyuSmith]

Zig Ziglar - You can have anything you want in this life if you just help enough people get what they want.

[@deepikachauhan8359]

Just loved the video❤He spoke in such a nice way…

[@eg5595]

Being more human, love it!

[@courtneywanma7809]

👏🏽👏🏽👏🏽👏🏽 so true, I worked as a check out chick for 4 years at coles and loved talking to people about their interests or their day and more times than not they would remember me from the fond conversations we had. Feels good making people feel good 😄

[@SkibidiOhioRizzl3r]

I would use another word instead of hospitality economy. We are switching towards the EXPERIENCE economy. If a business fails to provide the best experience for a guest despite making great food and drinks, then the business will fail. Great Ted Talk.

[@lorrax]

There are supper clubs near where I live that are all about the experience... They make you feel wanted and seen, not just a dollar sign in the cash register

[@rishidatta6654]

I absolutely second the experience economy tag. I'm so thankful to have come across such a powerful video

[@potapotapotapotapotapota]

experience would be a breeze if the customers weren't rude

[@Laphroaig16]

"In the business of serving them memories" That's a standout quote

[@stevenbright3661]

Long after your guest for the evening are gone. They may forget what you said or what you served them for dinner or what wine you paired. But they will remember how you made them feel . Service is what you do for a guest . Hospitality is how you make them feel. Anyone can learn the skills of service but not everyone has the spirit of hospitality

[@dewijnjuf7897]

Great inspiring Ted talk dor restaurant hosts!

[@akshaybodla163]

This is so cool! I finished this guy’s interview with Simon Sinek and this is just as sweet

[@AldhairJOyaga]

I just read his book. If you work on service and VIP hospitality, this clicks right away.

[@itspatricialeon5658]

This was amazing!

[@dianerosegrecoallen4935]

Great TED talk✌️👏

[@lisawehler7052]

Lovely chat! The thinking is beyond extravagant! They must charge a a lot for that dinner! I only see one downside. I have run a store for 20 years and I find it difficult to serve each person this way. I have limited time funds and help. I find if I do extra for people they expect it all the time. People just want more and expect more. I find I can’t do everything they expect from me. I know that hospitality is everything in a business but it’s having the resources to do it. Also, if I was going to a fabulous restaurant and I got fabulous food and fabulous service, that would really be enough for me. If I got a blow up kiddie pool and some odd faux experience I may think it’s intrusive. The hot dog thing was excellent but the other examples i thought were intrusive and perhaps unwanted. You would really have to know each one of these clients very well before you made such a gesture as it could be considered as intrusive. I also think that this type of ‘service’ feeds our increasingly narcissistic society. A society where everyone is over pampered and over served and focused on the self. It’s great that you want to provide this but the burnout rate for this over servicing is going to be high.

[@b100dr4g3]

Agreed, the service has to be maintainable. But the hot dog example of excellent.

[@SAELIOSMUSIC]

in America guest don’t have the patience for this

[@ForThePainters]

Yesss big clap!

[@infinitelabyrinth6204]

Will Guidara is legit my biggest role model

[@leighlimVT]

So glad you found it valuable, He’ll be hosting a mastermind June 4th 2024 to answer your questions in business. If you have interest let’s connect!

[@pritisangoi7252]

Thank you

[@AbdallahBotan]

Great talk Will. I noted all. Be present, be serious on what you do and one size fits one.

[@tvweekhighlights]

A modern spin on that old English Axiom "Manners cost nowt" - it's never been out of fashion for those with empathy... maybe the reason we don't often encounter this excellence is that those that get it right are too quickly promoted away from front line service duties..

[@tomchristensen8619]

Absolutely love this concept.

[@katharinakammerer7803]

An inspiration, thank you!

[@RegularEverydayNormalGuy]

Amazing talk

[@matchasource]

Just had a back to back stay at Palihotel SF and then The Grand Hyatt. Pali rooms are under 200sf, but had two terry robes and a Nespresso machine. The Grand was almost 400sf, no coffee, no robes. Both were equally welcoming front desk. Got me thinking about the little things that make a big differene.

[@lovewin555]

Truly inspiring

[@tennesseepowerup5830]

Great talk. Just read his book and looking forward to hearing him in person at Built How in Palm Springs

[@bobbybackmarker9665]

Yet people are leaving the hospitality industry word wide in their droves! Why? Is it demanding, rude, drunk, mean guests? Do we need to look at our behavior as patrons?

[@jamiemerlino4910]

100% we need to examine our behavior, however, what you described is also a symptom of inadequate, unprofessional and unmotivated leadership.

[@kristintempleton9677]

low wages is #1

[@87mjung]

Long hours and bad leadership. New cooks are looking at 16hrs days with barely any tip out to establish themselves at any high-end restauarant. Plus you get yelled at consistently by egotistical CDCs. Its slowly changing but not as fast as people want out.

[@reidbiden6712]

When your the #1 restaurant in New York , your at a higher quality of customers , an upper class of society. They expect more, plus what a #1 restaurant charges , they can cover the cost of limo waiting to take you on a sleigh ride in Central Park.

[@ameyt5403]

Zero work life balance in this field is making people quit this industry.

[@MessyResilience]

Loooove this so much!

[@4sh024]

In-N-Out Burger is a good example of great customer service!

[@waff6ix]

12:50 100% FACTS💯💯💯💎💎‼️

[@chefthomazini]

outstanding!

[@SurajPatil14]

Great sharing ❤

[@Melt_man23]

Amazing! ❤

[@megannyang]

I would love to see Rene Redzepi give a TED Talk. Please!!!!!

[@bribohler8280]

thank you sir

[@camgere]

For you readers try Chip and Dan Health's "Power of Moments". You can Create Defining Moments with Elevation, Pride, Connection and Insight. (Anagram EPIC.) Elevations. To Elevate a moment, do three things: First, Boost Sensory Appeal, Second, Raise the Stakes. Third, Break the Script. Think of all the iconic moments in a Wedding. Defining Moments of Delight, Drama and Surprise. Beauty, Glamour, Wealth, Elegance, Opulence (positive memorable moments found at Parties, Traditional Ceremonies, Award shows, America’s Got Talent and Rock Concerts).

[@ghadaprojectadmnmgr4665]

Wow, I loved it 🥰

[@rvtse8681]

This guy is incredible

[@paulfrasescos-xy1wn]

Best of thee best, my take One Size Fits One.

[@stillgood9946]

The Bear did a scene like this in season 2. Pretty cool

[@ElnurHuseynov]

awesome!

[@thecomplimentking]

Great stuff.

[@pasquitofiesta]

Well done 👏🏻

[@lisayuan]

is this just the next level of people pleasing? and will this lead to greater levels of 'empathy fatigue' if we have to care 'a little' more for every single customer and go out of our way to make them 'feel' something? will the managers and companies also care 'a little more' and work 'a little' bit harder for us as employees?

[@edward9099]

Woooo I really love this perspective! I own a cafe and I feel this. Thank you!

[@hospitalitytoo1062]

In this day and age when customer service has been taken away by most hotels, resorts, restaurants, airlines in pursuit for a better bottom line...Those who do offer great customer service make a tremendous impact on the folks they serve.

[@tanogan3542]

For me in my experience, hospitality is about to create a good memory or good service to the guest or satisfaction to the guest.

[@CameronHerold]

Why didn't you give credit to Matthew Kelly & his book The Dream Manager for this instead or re-branding it? I have taught CEOs in my talks globally - 28 countries about this idea - yet I still ALWAYS give Mathew credit...

[@olgierdmalik1977]

Lifetime bgw on top!!

[@jamesalba300M]

Wisdom thank u

[@barcelona12ist]

yes, watching the tv series "the bear season 2" brought me here 😅

[@mkochczynski]

His book from the show has been amazing

[@katepark-yallop7832]

Haha WHAT THE .... his first part was great. The beach thing was just absolutely just bullshit unless they had been asked before hand.

[@Dhaliepink]

Thank you!! I came here to say the same. What 4 star restaurant has pounds of sand, beach chairs, and a kiddy pool stored in the back ready to go?? None lol Obviously that was a BS example he used.